I originally wrote today’s post for Forbes. It appeared on the Forbes site on August 16, 2019. A customer experience transformation is a lot of work. There are a lot of pieces that must come together, i.e., a lot of foundational elements that must be in place,...

This post was originally published and shared on CCW Digital on February 19, 2020. The following is an abbreviated excerpt from my book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business). Journey...

Image courtesy of PixabayDo you know the top three secrets of VoC success?Strong Voice of the Customer (VoC) programs are a foundational element for any CX transformation. Transformations grounded in customer understanding lead to better outcomes for the business and...

I originally wrote today’s post for Clicktools. It appeared on their blog on August 29, 2016.Quite simply: without employees, you have no customer experience.The linkage between employee engagement and experience and the customer experience has been proven....

Image courtesy of Tax CreditsNo customer experience budget? No problem! As a follow-on to my post earlier this week about companies having no budget for customer experience improvements, I thought I’d compile a few ideas on how to move beyond the “no...

Image courtesy of PixabayNo customer experience budget? I haven’t written a CX Journey™ Musings post lately, but I found a topic that warrants a bit of reflection.I recently read an article on MyCustomer about a study that Ovum and BoldChat conducted in which...